Overview
Are you passionate about customers, about turning a round a poor situation into a truly positive moment for the customer? Be the person that does.
We know we can be better and we want to resolve all customer complaints quicker and more effectively. We also want to stop them coming in at all through process improvement and root cause. Knowledge and desire to change is good. Doing something about it is better.
NOTE: this role will be required to work at least 4 days per week from our Abingdon Head Office.
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Responsibilities
* Lead the creation and growth of a new customer resolutions team as part of the Customer Services transformation and rebranding exercise.
* Own escalations and ensure they are managed in line with company values and the future Customer Charter, from initial acknowledgement to final settlement and everything in between.
* Act as the main point of contact and manage the relationship with the Ombudsman Service, collaborating with all business areas to feedback and learn from complaints.
* Lead root cause analysis to identify where improvements are needed and drive implementation to stop escalated complaints where possible.
* Ensure compliance with regulatory complaint handling requirements; experience with regulatory policies is essential, with OFCOM experience preferred but not essential.
* Use data, analysis and reporting to identify trends, inform improvements and demonstrate successful resolutions and customer satisfaction.
* Provide strategic leadership and people management to develop and coach team members.
Qualifications and Experience
* Previous leadership and people management experience in a customer complaints or escalation environment.
* Strong ability to use data, analysis and reporting to drive process improvements and positive outcomes.
* Experience implementing regulatory policies and handling regulatory compliance in complaints (OFCOM experience preferred but not essential).
* Ability to develop and maintain strong relationships with cross-functional teams and external bodies (e.g., Ombudsman).
Benefits
* Generous employer pension; up to 8% matched contribution
* Income protection & life assurance
* 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
* Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
* Unlimited access to online training and development content via our Learning Management System
* Long service benefits and monthly employee recognition
* Enhanced maternity and paternity provisions
* Flexible working environment
* Health & Wellbeing initiatives and company funded social events
Our values
Our approach is to work guided by our mission, vision and values. Find a way, Be committed, Do the right thing, Keep it simple.
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